Ofcom has issued a press release, announcing the start of a consultation period when it will take feedback on a number of proposals that may see change in how complaints within the telecommunications industry are handled.
Any ISP that provides a service to consumers or small businesses should be subscribing to one of the Ofcom Alternative Dispute Resolution Schemes (ADR Schemes). The Communications Act 2003 requires Ofcom to ensure that every public communications provider in the UK provides access to a dispute resolution procedure. Two schemes exist and are approved by Ofcom, The Communication and Internet Services Adjudication Scheme (CISAS) and The Office of the Telecommunications Ombudsman (Otelo).
The schemes are not intended to handle the everyday faults that can occur, but rather take over and act as an intermediary when faults or issues are not resolved to a customers satisfaction, and the provider is failing to make any further progress.
The Ofcom consultation is to seek recommendations on what communication providers should do, notably:
The consultation process is set to last until 5th October 2005, so do not expect any changes for some time, but does reflect the concerns of what appears to be a growing number of complaints, which with the increasing complexity of the market place are unlikely to subside.
There are currently no comments about this news item.